A new dialog opens for creating and editing a view. This dialog is also used when a new view is to be created from a global search. A view consists of a Ticket filter, the view options, and optionally the user groups with which this view is shared1).
A Ticket Filter for a view is based up on a Search Phrase, Grouping options, and a View Dependency. Here are the options in Detail:
Groups supervised by me
refers to groups, or teams, in which the user is a supervisor. The difference between the Resources
and My Resources
entries is that in the first case all resources for which the supporter has been granted permission by any means (group, resource or individual permission) are used for grouping, while in the second case only resources for which the supporter has been explicitly granted read or write permission at the resource level are used for grouping.The name of the view, a description and a user-defined icon are stored in the view options. All fields are optional and are automatically assigned with default content if no entries are made.
As soon as a view is shared for user groups, it is available to all users of these groups in the list of views.
Note: It is not possible to make a view private again afterwards. All authorizations can be withdrawn and the view can be removed.
The i-net HelpDesk server is delivered with a number of default views. These views can be changed due to adjustments to the way the company works with the product. The table below shows a few selected views and their search phrases to be able to restore them.
Name of the view | Description | Search Phrase | Depends on view |
---|---|---|---|
Unread Tickets | Open and authorized tickets with the status unread | Status:"Bestätigt" | - |
Recently changed | Open ticket which was changed in the last week | Last change:7d | - |
Appointments | Tickets with an appointment today or in the future | Next-appointment:>1d | - |
Reminder | Tickets with a reminder date | Status:"Wiedervorlage" | - |
Untouched Tickets | Open tickets with no change for a month | Last-Modified:<1m | Open Tickets |
Old Tickets | Open tickets that were created over a month ago | Inquiry-Date:<1m | Open Tickets |
Note: As soon as a search phrase listed above is used, the name and description are also filled in automatically.